Turn your bot off for one conversation

1. Open Extensions → Reply Assistants.
2. Press New Assistant.
3. Under Who, open Individuals and pick the client.
4. Press Add, then Turn Off.

Its switch goes off and its mode pill turns grey; your assistant leaves that person to you. Everyone else on the line is unaffected.

Individuals lists the people in your Prospects, most recently contacted first, up to 200 of them. Someone who already has a row is not offered twice — open their row instead.

A chat with nobody behind it, such as a number you never saved, cannot have a row. Save them as a contact first, so they are in your Prospects.

The list decides who answers in one order: a person's own row first, then their group, then New Leads, then Everyone.

So a client in Past Clients with their own row switched off stays quiet, even while Past Clients is on.

When you reply in a chat, your assistant goes quiet there — for 1 hour after your last message, unless you change it in Configure Assistants → When You Reply. Nothing to switch back afterwards.

See Why did my assistant stop answering a chat?

Open their row in Extensions → Reply Assistants and press Turn On. Your assistant answers them from their next message.

Or delete the row from its ⋯ menu, and they are answered by their group, New Leads or Everyone like anyone else.